Senior Technical Onboarding Specialist

• Run onboarding projects end to end, including sales handover preparation, kickoff participation, and project-plan creation
• Configure the platform for client listings, rates and availability, channel connections, guest messaging and automations, operations, owners, and finance modules
• Coordinate data migration from clients’ previous PMS and verify data before go-live
• Ensure payments and financial data are accurate at go-live
• Keep projects within target timelines and graduate clients only when they are live, fully billed, and using key features
• Train client teams, including daily users, owners, and managers
• Run group feature workshops and new-feature sessions
• Teach clients to use BAM, the AI agent, and other AI features
• Advise clients on best practices, channel strategy, and relevant market changes
• Investigate and resolve configuration, synchronization, and integration issues
• Reproduce problems, identify root causes, and write complete engineering tickets
• Act as the support escalation point for onboarding-related technical issues
• Remain available and responsive to clients throughout their projects
• Use Claude and other AI tools to analyze client data, prepare configurations, write training materials and client communications, and investigate issues
• Build reusable AI workflows, checklists, and templates to improve onboarding efficiency
• Help shape AI-powered self-serve onboarding and migration tools
• Maintain accurate weekly onboarding pipeline stages, dates, and blockers
• Log common setup problems and provide feedback to the product team
• Write and update knowledge-base articles and onboarding guides as features ship